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Amazon India — Save yourself from amazon online fraud

My name is Santosh Kumar Patel, and I work as team lead in IT company. I'm going to tell you about my experience with one of the leading online shopping portals, Amazon.in, and the response I got to my complaint. I ordered a “DJI Mavic Mini 2 Fly More Combo” Drone Camera on date 2nd April 2022 with order number[protected]. I was eagerly awaiting the product’s arrival as I prepared for a long vacation in Himachal (hashtag). The order was delivered on 7th April 2022, and my brother and I unpacked it while filming an unboxing video (based on online experience of other people shared on social media). My brother and I had previously ordered a variety of products, including mobile phones, televisions, laptop computers, and tablets, but we had never experienced anything like this I am going to tell now.
When I opened the box, I was surprised to find that the product I had ordered was not present; instead, there was a drone-like toy. I immediately contacted #amazon customer service, share all the video and pictures, and I was told that an investigation would be conducted and a refund would be issued. On the same day, I received confirmation from the customer care over chat message that based on their investigation amazon has already initiated the return, pickup will happen within 2-3 days and I do not need to worry as issue is taken care already. No pickup happened for next few days.

When I contacted customer service again, they redirected me to another specialist team and surprisingly I was told that I had received the correct product. I explained that I had received a different product from the seller that was not even worth 500rs, its clearly visible in the video and photo that received product is wrong but amazon customer care is not ready to listen and disconnected the call mentioning that they cannot help me anymore in this regard. I also received an email stating the same thing. When I asked what investigation had been conducted, I was told that it was confidential. I mentioned that I had shot an unboxing video and was surprised when the customer service representative said that it cannot be taken into account in the inquiry. I also realised that someone from the amazon has cancelled my return requested in the system mentioning “Return Pickup refused by customers and return cancelled” on 14th April 2022. I immediately dropped an email to amazon customer care asking that I never refused any return, I need written answer that who cancelled it and why? I never received any response. I immediately started another return request in the system but it was again cancelled from the back end mentioning “Return Pickup refused by customers and return cancelled”. Seller has accepted the return in both occasions but amazon is not ready to pick up even with video and photo evidences we produced. I have no idea what better I could have done to keep myself safe from this fraud.

I posted my issue on social media, tagging Amazon, when they contacted me again, fearful of social criticism. Mr. Kathik (from social media department) informed me that a fare inquiry would be conducted and that whatever was necessary would be done. I was told to wait until April 27th. I waited until the 27th and then received an email stating that “As per the update shared, correct item was delivered to you in intact condition. Based on the results of this investigation, we would not be able to provide any concession against your concern”. Once again, nothing was done to help me solve my problem.

I have a few questions for Amazon:
• What inquiries have you made to resolve my problem because I received a fake product and no one bothered to ask me what I got? Nobody even asked me to look into it.
• Why is no one taking responsibility for resolving this problem? Every time I call, I get a different person who speaks like a computer and lacks empathy and common sense.
• Please tell me who I should contact to resolve this issue because your efforts to resolve it are not transparent.

I'm taking the legal route for the time being. I'm not sure if I'll get my money back (90, 000 INR+ including EMI cost), but one thing is certain: I will never order anything from Amazon again. I'm posting this so that no one else is duped by these online looters. It is preferable to order from a store close to your home rather than from Amazon because you can be certain that someone is willing to accept responsibility for the product they are selling.

I request you to please share this with your loved ones so that they do not find themselves in the same situation as I am.
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Amazon India customer support has been notified about the posted complaint.
May 16, 2022
Updated by santosh_pahaadvas
It's been more than month this issue started and still there is no solution given to me :(
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